We are looking for a dynamic person to join our in-house team as a Senior Executive - MICC on a permanent basis. You will work on projects from our varied client base, ranging from small to big pharmaceutical, biotechnology, medical device and consumer health companies.
Main Job Tasks and Responsibilities:
- Handle inbound and outbound calls for Adverse Events (AEs), Product Complaints (PCs) and Medical Inquiries (MIs) and non-standard inquires.
- Handle spontaneous and solicited reports, including identification of Adverse Events, Product Complaints / Medical Device complaints, legal complaints, product information, Medication errors and Special case scenarios.
- Respond to web-based medical inquiries and product complaints received from Health Care Professional and consumers concerning the safety and effective use of all marketed products within prescribed timelines.
- Follow-up directly with patients/consumers and health care professionals regarding MI/PC/AEs queries, or as per client SOPs.
- Able to generate follow-up letters and adequate information for product complaints, Adverse Event Monitoring (AEM) forms.
- Update all templates periodically for follow-up and send it to medical reviewer for approval.
- Manage and/or resolve customer complaints. Follow-up/reconciliation of discrepancies, as required.
- Identify and escalate issues to supervisors.
- Provide product and service information to customers, demonstrate good customer service.
- Research required information using available resources.
- Research, identify, and resolve customer complaints using applicable software.
- Route calls to appropriate resources, as needed.
- Document all call information according to Medical Information standard operating procedures.
- Complete call logs and reports.
Education and Experience:
- B. Pharm/M. Pharm/ Life Science graduate.
- Proficient in relevant computer applications
- 0-3 years of experience in a UK/US call Center environment
- Knowledge of customer service practices and principles
Skills Required:
- Excellent verbal and written communication skills.
- Should demonstrate call etiquettes.
- Should be a good listener and have people skills, customer focus, attention to detail, professionalism and be a multi-tasker.
- Ability to handle stressful situation appropriately.
- Excellent data entry and typing skills
